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Update your personal and payment details, request a settlement figure, arrange a vehicle collection and much more, within your MyBMW Finance portal. For more information, to register or login please click here or access via the Services and Store tab in the MyBMW App.

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Discretionary and Non-discretionary Commissions

In January 2024, the Financial Conduct Authority (FCA) launched a review of historical discretionary commissions in the motor finance sector together with a pause to complaints handling on this topic. 

The FCA has published its consultation regarding the motor finance redress scheme. We are reviewing the announcement and will engage fully in the consultation process.  If you have previously submitted a complaint to us, you do not need to take any action. We will provide further updates once the FCA has published the outcome of the consultation.

For the latest information from the FCA, please click here

This means you won’t receive a final response to a commission complaint until after 4 December 2025.  You will then have up to 15 months from the date of our final response letter or until 29 July 2026 (whichever is the later) to refer your complaint to the Financial Ombudsman Service.  In the meantime, we’ll acknowledge your complaint and keep you informed of any developments.

BMW Group Financial Services is taking all necessary steps to support the FCA during the course of its review and to ensure that affected customers are supported and provided with every assistance to minimise any inconvenience.

Where can I log a commission complaint?

You can register a commission complaint here.

Please provide vehicle registration, finance agreement number and any previous postcode/ surname at the time of your agreement.

How do I find out if my agreement was subject to a discretionary or other type of commission?

Please complete our discretionary commission enquiry form.

You’ll need vehicle registration, finance agreement number and any previous postcode/ surname at the time of your agreement.

Please click here for further FAQ's relating to Discretionary and Non-discretionary Commissions

If you've used car finance, you may be owed compensation. Find out how to complain and what to expect.

Further info:

For details of how to make a complaint in relation to your BMW insurance, please select the appropriate insurance product and policy document on the BMW Insurance Solutions page.

Discretionary and non-discretionary commissions.

The Supreme Court has now handed down its judgment on commissions and the FCA has subsequently announced that it will commence a consultation on a customer redress scheme in early October. We are reviewing the judgment and considering its implications for our customers and our business.  If you have previously submitted a complaint to BMW Financial Services, you do not need to take any action. We will provide further updates once we have completed our review and received guidance from the FCA.

For the latest information from the FCA, please click here.

What you will need to provide.

To help us investigate and try to resolve your complaint, please provide us with the following information:

• your name and address;
• your agreement number, if you have one;
• details of how we can contact you;
• a clear description of your complaint;
• details of what you would like us to do to rectify the situation; and
• if appropriate, copies of any relevant supporting documentation

Our procedures.

We will do our best to resolve your complaint quickly, and will send you a Summary Resolution Letter if your complaint is resolved by close of the third business day following receipt of your complaint; or:

• within 5 working days, provide a written acknowledgement of your complaint and give you the details of who is handling the case and how to contact them,
• keep you updated on the progress of your complaint, and
• within 8 weeks of receiving your complaint, we will either:
• write to you with our final response and the reasons for providing this response, or
• explain why we are not in a position to give you a final response and let you know when we expect to be able to provide it, and
• in each case provide you with the contact details for the Financial Ombudsman Service

Step 1: Contact us.

For a new complaint, please complete the complaint form (all asterisked sections are mandatory).

Step 2: If you are still not happy.

If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response within eight weeks from the day we received your complaint, you can usually ask the the Financial Ombudsman Service for an independent review.

To be able to ask them for an independent review you must have given us the opportunity to find a resolution first and you must be: a private individual, or a business, charity or trust with an annual turnover of less than 2 million euros and fewer than 10 employees. If you wish to pursue your complaint to the Financial Ombudsman Service you must do so within 6 months from the date on which we send you our final response letter.

The Financial Ombudsman Service.

Call them on: 0300 123 9 123

Calls are charged at the local rate, plus your phone company’s access charge.

Opening hours:

Monday to Friday: 8am - 8pm (excluding bank holidays)

Saturday: 9am - 1pm 

Send email

Write to them at: The Financial Ombudsman Service. Exchange Tower, London. E14 9SR

Visit website

BVRLA conciliation.

We are also members of the British Vehicle Rental and Leasing Association (BVRLA). All vehicles returned to BMW Financial Services are inspected in line with the British Vehicle Renting and Leasing Association fair wear and tear guidelines. This ensures that all customers are treated fairly with regard to any potential charges upon the vehicle return.

Unresolved complaints may also be referred to them by visiting their website www.bvrla.co.uk.

Send email

Write to them at: BVRLA. River Lodge, Badminton Court, Amersham. HP7 0DD

Send Fax

Visit website

Complaints Data.

Complaints publication report.

Firm name: BMW Financial Services (GB) Limited 

Other firms included in this report (if any): None

Period covered in this report: 1^st January 2025 – 30^th June 2025 

Brands/trading names covered: BMW Financial Services, MINI Financial Services, BMW Motorrad Financial Services, ALPHERA Financial Services, Rolls-Royce Motor Cars Financial Services, BMW Contract Hire, BMW Group Financial Services, ALPHERA Insurance Solutions, BMW Finance, BMW Group Insurance Solutions, BMW Insurance Solutions, BMW Motorrad Finance, BMW Motorrad Insurance Solutions, MINI Finance, MINI Insurance Solutions.

To help you put these figures into context:

The number of insurance related complaints opened during the reporting period is equivalent in volume to 0 complaints per 1000 Insurance and pure protection policies previously sold.

BMW Financial Services (GB) Limited along with other motor finance firms has received a significant increase in complaints linked to Discretionary Commission Arrangements (“DCA”). The FCA has paused the usual 8-week deadline for issuing Final Responses for these types of complaints, therefore the figures above show a high number of unresolved complaints. Further, the ratio of complaints opened per 1,000 credit-related regulated agreements is also higher, as a result of the significant increase in complaints linked to DCA. 

The number of credit related complaints opened during the reporting period is equivalent in volume to 334.35 complaints per 1000 credit-related regulated agreements in place on 30th June 2025.